What is Contoh Percakapan in Call Center?

“Contoh Percakapan” is a Bahasa Indonesia term which literally translates to “example conversation”. Contoh is example while Percakapan is conversation. In the call center industry, “Contoh Percakapan” essentially refers to an example dialogue between an agent and a customer. Many agents especially newbies look for a Contoh Percakapan so that they would have an idea […]

Rebuttals for Handling Difficult Customers

Rebuttals are refutations or effective responses that call center agents are trained about in order to handle difficult customers. Because the existence of difficult customers is common phenomenon, call center companies have prepared rebuttals or responses which their agents try learn to manage and handle irate customers. These rebuttals are usually based on the company‚Äôs […]

Complaint Rebuttals

Rebuttals pertain to effective responses in handling difficult irate customers who are complaining. Complaints are common because are reflections of problems and imperfection. Two of the principal things that Call center agents should possess are patience and understanding in dealing with customers. Complaints are acceptable and they are part of the job. In fact, handling […]

Handling Stick Office Romance

YOU cannot help it. You enter a workplace. You meet somebody. You both get closer and closer by the day, err, night. Before you know it, you fall for each other. Kayo na. Oh, sarap ng feeling, di ba, especially if your now-honey works in the same department and shift. But just because you’re inspired […]

Understanding Agent Occupancy

Agent occupancy refers to how busy are agents in actually handling a call. Thus, it is directly in proportion to the call workload and indirectly to the number of agents. Apparently, if there are more calls, agents become busier handling calls and agent occupancy increases. However, with more agents receiving the same no. of calls, […]

Call Center Best Practices: Tips to Increase Sales

The customers are every business lifeline. This is why businesses never stop looking for ways on how to increase their sales. What most of them fail to realize, though, is that there is one important aspect of the business that they need to focus on if they really want to improve their sales customer service. […]

How to Handle Disappointed Customers?

Every person experience disappointments in life, even having a great life, nobody is excuse in experiencing disappointments. It depends on how to handle the situations. When it comes to business, handling disappointed customers must address in a positive way. Instead of going into anger mode, it is better to look at the positive attributes. Dealing […]

Dell Call Center Philippines Job Openings

Ready to fine-tune your career? Meritocracy. Empowerment. A passion for technology and unique solutions. That’s what success sounds like at Dell. Explore our career opportunities, and discover how brilliant your career can be. Pasay and Quezon City Sites Technical Support Representatives provide phone technical support to dell system/product customers Senior HR Generalists Finance Manager When […]

How to Lower Handle Time?

Average handle time (AHT) or simply handle time is measure used in the call center industry to quantify the time duration of one transaction. This is normally calculated from the customer’s initiation of the call up to the time the call is ended, which is included any hold time, talk time and other related activities […]

Contact Center ng Bayan

The Contact Center ng Bayan (CCB) serves as the center which Filipino citizens, Philippine residents, civil society organizations and other entities can contact to air complaints, send their concerns, voice their grievances, provide feedback and other recommendations or suggestions to participating government agencies. In short, it functions primarily as the citizen’s help desk. However, it […]

How to file a Complaint in DOLE?

Department of Labor and Employment (DOLE) is the government agency that generally regulates all issues, matters and policies related to labor and employment. When filing a complaint relating to labor, there is a particular agency under DOLE that especially handles complaints. This is the National Labor Relations Commission (NLRC), a quasi-judicial agency mandated to arbitrate […]